No Internet

[Richie38]

My 81 year old mother living alone, when returning home from the shops non MOnday found she had no internet.  Called support who make her take rounter from behind a cupboard(on her hands and knees) remove all the wires, Take the router to the main telephone point, (as the one it was on was apparently a secondry telephone point, that it has been plugged in for the last 11 years).  After a wile she managed to move the router and then sky said she would need a apointment. Last week she got a message to say on the 12 December they are coming to fit Full fibre. So as a apointment was made, they would have to cancel this before making a new apointment. As of today still no apointment after waiting since Monday.  She has a ring cam which she can no longer use.  The phone line is working, just no internet.

[SpaceSparkie]

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I am sorry to hear this has happened to you mother, with what you have described it might be useful to contact our Accessibility team here to discuss this further.